Ridiculous A-to-Z Claim: Amazon is Enabling Consumer Fraud!
I sell high-ticket indoor furniture on Amazon US. On July 16, a customer placed an order, which we shipped on July 17, confirming the shipment and providing tracking information to Amazon and the customer. The package was delivered on July 21, with clear tracking details and a POD confirming receipt by the customer.
However, on July 22, the customer reported to Amazon that the package had not been delivered and filed an A-to-Z claim on July 25. On July 26, Amazon approved the claim and refunded the customer, yet did not count this against our Order Defect Rate. Amazon stated: "The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate."
Upon learning of this decision, we immediately filed an appeal, providing ample evidence that the customer had received the package and was likely committing fraud. But predictably, Amazon upheld their original decision, stating: "We reviewed all information and determined that your evidence is insufficient to prove that the order was delivered."
What a laughable decision!
When Amazon first ruled on this claim, they stated, "You provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate." Yet after our appeal, Amazon maintained their stance, not counting the claim against our Order Defect Rate, but refunding the customer. The order amount was a whopping $525, and combined with product loss and shipping costs, we lost around $850! Meanwhile, the customer received the product for free without spending a dime.
This makes it too easy for customers to get a refund: just place an order, claim you didn't receive the package, and get a refund while keeping the product!
Amazon is blatantly enabling customer fraud and undermining the sustainability of seller businesses! Amazon must reform this practice immediately!
Ridiculous A-to-Z Claim: Amazon is Enabling Consumer Fraud!
I sell high-ticket indoor furniture on Amazon US. On July 16, a customer placed an order, which we shipped on July 17, confirming the shipment and providing tracking information to Amazon and the customer. The package was delivered on July 21, with clear tracking details and a POD confirming receipt by the customer.
However, on July 22, the customer reported to Amazon that the package had not been delivered and filed an A-to-Z claim on July 25. On July 26, Amazon approved the claim and refunded the customer, yet did not count this against our Order Defect Rate. Amazon stated: "The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate."
Upon learning of this decision, we immediately filed an appeal, providing ample evidence that the customer had received the package and was likely committing fraud. But predictably, Amazon upheld their original decision, stating: "We reviewed all information and determined that your evidence is insufficient to prove that the order was delivered."
What a laughable decision!
When Amazon first ruled on this claim, they stated, "You provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate." Yet after our appeal, Amazon maintained their stance, not counting the claim against our Order Defect Rate, but refunding the customer. The order amount was a whopping $525, and combined with product loss and shipping costs, we lost around $850! Meanwhile, the customer received the product for free without spending a dime.
This makes it too easy for customers to get a refund: just place an order, claim you didn't receive the package, and get a refund while keeping the product!
Amazon is blatantly enabling customer fraud and undermining the sustainability of seller businesses! Amazon must reform this practice immediately!
6 replies
Seller_JjYLGLBdZuF6E
@Joey_Amazon, hi, can you help me with this? The related case ID is 15707445831, TK~
Seller_JjYLGLBdZuF6E
@Joey_Amazon @CR_Amazon @Micah_Amazon @Quincy_Amazon@KJ_Amazon, hi, can you help me with this? The related case ID is 15707445831, TK~
Danny_Amazon
Hello @Seller_JjYLGLBdZuF6E- thanks for posting. Using your case ID from the comments, I was able to locate the order and claim in question here, so thanks for that.
While reviewing, I do not see that Amazon Buy Shipping was used, nor that a signature was captured. You may be interested in reviewing this page detailing methods for preventing A-to-z Claims, which does indicate that:
"When you promptly respond in Buyer-Seller Messages to a customer with a missing order inquiry and attach a copy of a signed POD (or other documents such as photo delivery or a customer request for contactless delivery), a claim is less likely to be granted in a customer’s favor, which is why signature delivery is helpful."
If you haven't yet, you may wish to provide the signed POD to the customer through buyer-seller messaging before submitting another appeal. As you do so, please do reference this page which discusses what to include in an A-to-z Claim appeal.
